Product Support Specialist I

Summary

Join Affirm as a Product Support Specialist and provide exceptional service to our merchant business partners. You will be responsible for resolving technical and operational issues, ensuring a smooth and efficient experience for our clients. As a product and payments expert, you will build relationships with merchants, troubleshoot account issues, and contribute to the development of scalable support processes. You will work closely with various teams, including Sales, Client Success, Operations, and Engineering, to deliver quick solutions and enhance the overall merchant experience.

Requirements

• Fluent in French and English (speaking and written)
• Bachelor’s degree or equivalent experience
• 2+ years of experience in relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
• Ability to handle a high volume of requests with efficiency and empathy
• Passion and drive to change consumer banking for the better
• Great writing. You need to be able to clearly describe technical concepts and instructions in emails, but let your personality show and use these interactions as a chance to build relationships
• A knack for understanding complicated technical systems and concepts
• A record of taking responsibility for owning projects through completion and adapting completed projects as needs change
• Insight: you can see the questions and issues that motivate our merchants and collaborators, even if they’re not plainly stated

Responsibilities

• Support Affirm’s merchant partners: E-Commerce retailers which utilize various platforms
• Utilize various troubleshooting techniques to resolve complicated technical or configuration issues
• Work closely with engineers to resolve technical and operational issues, and provide high-touch support to merchant partners
• Effectively manage multiple customer inquiries simultaneously, with appropriate prioritization
• Build scalable support processes and engage with feedback to streamline workflows
• Drive merchant partner communication and outreach about new features and enhancements
• Aggregate feature requests based on merchant partner feedback to guide future product planning

Preferred Qualifications

• Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
• Comfort working with logs and formatted data to troubleshoot issues

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount